AccountId: 011433970860
ContactId: 14a3eebc-f2e3-4978-9c8e-a9ec3aea9d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 878469 ms
Total Talk Time (AGENT): 522808 ms
Total Talk Time (CUSTOMER): 358764 ms
Interruptions: 13
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/14a3eebc-f2e3-4978-9c8e-a9ec3aea9d02_20250320T19:39_UTC.wav
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[AGENT][NEUTRAL] Augusto.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ah gracia number Brehanna tena prejunta.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Say it again.
[CUSTOMER][NEUTRAL] Your teno is the IPL unseguro de groupo.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] It osa el curegato can cure.
[AGENT][NEUTRAL] Um, mm, a curetodoyvees no la polia quetenga to a polia on differente so the irando and informacion delis and take a look at cure polisa.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Where you tango senor si tango odos sincuenta esa sietere.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] yes yes.
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] challenge.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] OK, for verification as scimento isocorreo electronico.
[CUSTOMER][NEUTRAL] Mimmiento resin mio esos in electronico at er cinco era punto.
[AGENT][NEUTRAL] OK, gracias, OK, I get class deerviio attenido que que necesito beneficiosabiaviarto.
[CUSTOMER][NEUTRAL] No, no, [PII] take care to secuant to send me responsibility to semana pasa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And to say you queros they're gonna responsibility to loosengelopitatica no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ci perfecto and this is the pala Magena.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, see, see, see.
[AGENT][NEUTRAL] OK, OK, is a mimoilla or la to observacion.
[CUSTOMER][NEUTRAL] And me Maria.
[AGENT][NEUTRAL] Emi Moa, OK, OK, Liso and then er tapoliasseuroseconario supplementario yes to nona guarant the pagos in una verificasturao solamento on the climber in uh juatinum benefiio masimo de quiento oars so no secuantienne de deduo the copago consuro primario percurimore.
[CUSTOMER][NEUTRAL] No, no, Ma.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] So am I taking you.
[AGENT][NEUTRAL] But yeah yeah mhm.
[CUSTOMER][NEUTRAL] Oh, OK, in general I don't the job also benefique my curreo.
[AGENT][NEUTRAL] OK, um, bunotinavasante beneficio, um, perosiotenesesita informacion depoliangenal get pueda belton inform information era nostrapagena web rearuna [PII].
[CUSTOMER][NEUTRAL] Como [PII].
[AGENT][NEUTRAL] I may.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, probably.
[CUSTOMER][NEUTRAL] I was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] [PII] is public.
[CUSTOMER][NEUTRAL] Uh-huh, I'm at Publix, uh-huh.
[CUSTOMER][NEGATIVE] I can. I'm a public scare.
[AGENT][NEUTRAL] Yeah, in a public [PII].
[AGENT][NEUTRAL] I'm a public [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I but it is the click on it says sign in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I am the cuenta.
[CUSTOMER][NEUTRAL] Right OK, that's the fungo economic concise tango que serraca.
[AGENT][NEUTRAL] OK, and this is Jat and to la cuenta.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Una prime quetengo queerra keeps.
[AGENT][NEUTRAL] Yeah, OK, OK, so bacirque, um, OK, bamosa juntas, uh, sabagina loqui a momento correct.
[AGENT][NEUTRAL] OK, um, then I would need.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] National.
[AGENT][NEUTRAL] OK, so but I click a new user, the new user, but I click and a theme you say I'm an individual.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You next
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Ah, individual, uh.
[AGENT][NEUTRAL] Uh-huh, individual, mhm.
[AGENT][NEUTRAL] So I do numerous sociodiar equara electronico la fana simian.
[CUSTOMER][NEUTRAL] Mattos, uh-huh.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] See, Ibuen solo poquitopola primero no I for la parte de grouppo.
[AGENT][NEUTRAL] No, I put up premera in the individual that the group ratopo.
[CUSTOMER][NEUTRAL] Ah, the silo is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah, OK, OK, alo check cartons Clara, your tena ta o porque sil no don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pero er el de duochoil dolares e eque todo es dividido now that's not that commosebe ok cuandustein de lucilo de il dolare cuanto de copago peravisita del eRusteen.
[CUSTOMER][NEUTRAL] But I can see rent to.
[CUSTOMER][NEUTRAL] I know you know say.
[AGENT][NEUTRAL] Mm, see, que que no lebanga ochomildore palavisita la via tine una cantida poque seguroa on the cuento pouna cantidahal copaseguroa on a canda can agaramos.
[CUSTOMER][NEUTRAL] I said no no.
[AGENT][NEUTRAL] Our lo beneficiocutipolia no solament unservicio the er just the capital is out in a different beneficioyteba este is laboratorio ipagamolami cangencia um steammiento de can secure quientosa es quientosa diarios.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] So the Porta loquetena caesars uh suste by labouramino de cancer prevaterian noos uh equipomeo um cilia ingest the MRI and CT scan uh cuaquira desos cilia en ese.
[AGENT][NEUTRAL] TNA
[CUSTOMER][NEUTRAL] I mean me Sierra no no Rajo he means Sierra.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is my little number.
[CUSTOMER][NEUTRAL] It's uh no it's come by equito I said it's a pan and pa I solo halo pitale sologa uno nosejeocomo comal prose immiento.
[AGENT][NEUTRAL] Elementelolopita and via reclamoreamenta no sotro elleviareamente aloitanle treatment no novamosasaber astaqueyasia process declamo de sero primario porque um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Loque comouna and yes quaboro acommouna teine primario yes helo the repentequeel doctordiga bamosaoes in comildola despojita de lassargencia is the seguro primario they say ok nomo ungena porto de cuenta porqueue um lugarquenos so to have provamos and toes leque unventeoriento deo sincommildolares.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A resale eso nodesipagooseguro so podeseque um bajalo millareque de viendo and to says just to say yes to responsibility so pagariamos ento mils milla.
[AGENT][NEUTRAL] A puede sequenos sequelass milquientos either the pentela cantidaesa solamente quiento you know so currimolo quiento soso de ver so esto de pendiendo juando el seguro primario um agareclamon.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] Yeah, just, um, digan majono lo quebangalial depaoseguro.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm porquesin had to er a finale finalela um
[CUSTOMER][POSITIVE] And we examine the la mama canno regular, you know, we trust on you.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEGATIVE] I yes so nolo curseguro your finale is a cuerdo pago porqueosa quetena tolo pipagando seo.
[AGENT][NEUTRAL] OK, for una pred Anoa de del peo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, don't the rona prevaira preva laicina doctor of facilida.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I will trust on you.
[CUSTOMER][POSITIVE] No, in, in, uh, in bra and facila prova the pour in el bra in here.
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] I can el seguro primaria lipaseo.
[CUSTOMER][NEUTRAL] No, I don't say, yeah.
[AGENT][NEUTRAL] Nosa nosacuerda. OK, um, mhm.
[CUSTOMER][NEUTRAL] Perico no paramira.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You look at the point that I can.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] In [PII] the [PII].
[CUSTOMER][NEUTRAL] My thing Marioca.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Moola pasaur.
[AGENT][NEUTRAL] Nocera no no so nomos in [PII].
[CUSTOMER][NEUTRAL] I'm gonna have a billing summary in Zuma.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] When quetenoses.
[AGENT][NEUTRAL] OK, um, per bianore clamo per borso, um, in demo gratisan telefoten can be, um, applica pero loquenevamosaitarson recumentos sus succuenta and la pajinahubuste deviform electronicamente uh tenemo formulario and nuestra pajina.
[CUSTOMER][NEUTRAL] With.
[CUSTOMER][NEUTRAL] Take your
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Siban they you said claims and forms. I live apar for Mulario uh notemoja panor in English um bustebabuscaque is a met link.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Bajena is a formularioijunto cones formulario bamohaneesitaruna factura de tajana the contenaldigo de dia notico um sino tina la factura detas and sciamente jama bravo leisita factora detata and relamo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] pre.
[AGENT][NEUTRAL] You canesittenga ella and dino diagnostic.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes the esitamola de lalica the beneficio primario.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Osa calin let me orquejoonga so tatatajetica is la pajina paraque logan automatic note caloon yeah you quejo tenoti.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] See yes sine la facilida de Oroseuro unseguroseario Ceriaalente custepogas informacion ok deformacion detamenta ostena copita paragenoreclamo detamentano sotros.
[CUSTOMER][POSITIVE] It's sweet.
[AGENT][NEGATIVE] Cito demons and reclamoreamente aso so soloques you know reclamo canapagalements no pagamo reclass redosa proves redosamentelaurado.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Because he had the bisquela semana pasa primeroque I can use a queso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's it can scient.
[AGENT][NEUTRAL] Yes, so the urgent care.
[CUSTOMER][NEUTRAL] Come in.
[AGENT][POSITIVE] Uh-huh, you know i couldergent care, so it's a super beneficio.
[CUSTOMER][NEUTRAL] And tovisekique que porque rose spore in mire.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And to a questa me miss the principal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perop this aregarnatura erraquepopo ella photo deno de de da.
[AGENT][NEUTRAL] Jojo sequelagama jame I los jamejapartamento the billing is preres is the pueda erlo online or see locaser persona procaveses uh Iosa online nua systemmaosque solamentepaste and to esosinformacion Jamandolos embarras informacion.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ah, well to support departmento the bill and tons.
[AGENT][NEUTRAL] Uh-huh. See.
[CUSTOMER][NEGATIVE] Yeah, repented to say pue uh when perfect every prime la cuentosipue is no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, speros so lamentolami informacion que casseria uh sore electronico eddio, um, supreimmiento e lonique no confubas susurocilopala OK.
[CUSTOMER][NEUTRAL] When I'm gonna check.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Me [PII].
[CUSTOMER][NEUTRAL] What you see my
[CUSTOMER][NEUTRAL] I.